Insular Life (InLife) ranked Number 1 in customer experience among life insurers in the country, according to KPMG’s Global Customer Experience Excellence (CEE) Research in 2024.
InLife, the country’s first and largest Filipino life insurer, outperformed the insurance sector based on the weighted average of the Six Pillars that define great customer experience: Empathy, Personalization, Time & Effort, Resolution, Expectations, and Integrity. InLife also topped in four pillars, namely, Empathy, Personalization, Time & Effort, and Resolution.
“This year, InLife celebrates 115 years of helping Filipinos lead A Lifetime for Good. We honor our long history of service and reaffirm our unwavering commitment to putting our customers at the heart of everything we do,” said InLife President and CEO Raoul E. Littaua.
“This distinction as Number 1 in Customer Experience will further inspire us to work on our goal to become a customer-centric company. InLife will continue to strengthen our product portfolio and end-to-end digital customer experience, leverage on technology, and gather customer feedback, to better serve our customers,” he added.
InLife ensured policyholders with claims and benefits due are taken care of. The company released P3.27 Billion in total individual claims and benefits last year. From this amount, death and disability benefits totaled P946.96 Million, while living benefits amounted to P2.12 Billion and US$4.06 Million for dollar policies.
InLife has a nationwide presence through its 56 offices, and an expanded digital footprint to serve its customers. InLife pioneered the Automated Underwriting System which enabled the issuance of policies within 30 minutes back in 2015. The InLife App allows policyholders to access and manage policies, monitor funds, and easily connect with InLife.